Plan - Agents and Queues for Teams Phone Agent

Note

Teams Phone Agent is currently only available to customers in the Frontier Public Preview program.

This article is for IT pros and Teams administrators who want to learn about the Agents and Queues option for Teams Phone Agent.

Agents and Queues

Microsoft Copilot Studio

With Teams Phone Agent's integration with Microsoft Copilot Studio (MCS), organizations can create custom voice agents in MCS to attach to their Teams Phone Agent.

• Create specialized workflows, such as billing, prescription refill, and order status.
• Build in escalation flows that redirect to destinations such as users and call queues by using Tags.

Customers experience a seamless handoff between Teams Phone Agent and the MCS custom voice agent.

MCS custom agents that are published to the Teams Phone channel automatically appear in the Agents and Queues list.

Licensing requirements

• Auto Attendant and Call Queue
• Teams Phone Agent
• Teams Phone Agent with Microsoft Copilot Studio

Next step

Third-party voice agents

Remaining planning articles

• Holidays
• Authorized users
• Shared Call History
• Call priorities for call queues
• Recording calls
• Templates and resources
• Business decisions for Teams Phone Agents, Auto Attendants, and Call Queues
• Nested call flows
• Reporting considerations
• Technical prerequisites and licensing requirements
• Design call flows
• Supported configurations
• Getting started

Previous planning articles

• Overview
• Questions and Answers tools (Teams Phone Agent)
• Appointments tools (Teams Phone Agent)